All businesses share one common goal, and that’s to achieve steady and continuous growth. I’m sure we could make a laundry list of tactics that could help us get there, but one thing stands out above the rest: COMMUNICATION. If there’s one thing that your team should be focusing on this year, it’s improving their internal and external communication practices.
Whatever efforts you’re making now can be improved with some reflection and a plan. Good communication has no ceiling, and it’s worth putting time and effort into because it builds your reputation, establishes your brand, and ultimately, sells your products and services.
The members of your team need to be on the same page. There are four types of business communication, and three of those are internal: internal upward, internal downward and internal lateral. All three aid in creating consistent messages and uncovering problems for customers. Additionally, keeping the members of your team informed on internal news will make them feel more involved and invested in your business.
Whether it be at an in-person meeting, virtually or over email, always ask your team what questions they get asked the most by customers. By uncovering recurring problems, you can find a way to solve them. If a customer asks the same question to multiple team members, the goal is that they’ll get the same answer every time. To achieve this kind of consistency, you need to establish a standard for the entire team and determine what you want to say about your business.
Don’t know where to start? Our Bowe Digital team helps businesses establish their brand voice and presents them with the strategies they need to communicate effectively with their audiences through our Story Arc Process. We interview your customers to find out what they really think; then, we combine that information with your values and goals to present a story everyone on your team can follow.
Now that you have the ammunition, you need to communicate with your customers proactively with a consistent message. It's time to act as a resource and establish your team as industry experts. Eliminate commonly asked questions by answering them before they’re asked. AmeriTitle’s blog is a great example. As a partner of ours, they use this space to explain the complexities of their industry and provide tips, covering topics that commonly trip up their customers. This kind of proactive communication can be done through blog posts, social media, emails, etc.
All communication to your external audiences should be timely and of substance. The golden rule is to not keep customers waiting and to not waste their time. Never communicate just for the sake of communicating. Instead, make sure you’re always providing content that is relevant or of value to them. Focusing on communication with your internal and external audiences this year is the best way to invest in your business. Who better to help you improve your communication than our team of communication experts at Bowe Digital. We’re here to help you reach your audiences in a way that works for you! Contact us today.